Apple Exam SVC-19A Topic 2 Question 78 Discussion

Actual exam question for Apple's SVC-19A exam

Question #: 78
Topic #: 2

[All SVC-19A Questions]

Which of the following statements empathize with the customer or helps resolve a conflict? (Choose three.)

A'Calm down. You are being ridiculous.'

B'These devices are expensive, I cannot change that.'

C'Please control yourself. That is not how it works.'

D'I'm sorry to hear that.'

E'I can understand why you are upset.'

F'It is not possible to repair it by Monday.'

G'You are right. I would be frustrated as well.'

Show Suggested Answer

Suggested Answer: D, E, G

by Hobert at Nov 13, 2024, 08:26 AM

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Alaine

2 months ago

D, E, and G. Those are the most customer-centric answers. Anything else and the customer might just throw their device at me!

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Sina

3 months ago

D, E, and G. Gotta meet the customer where they are and validate their feelings.

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Melissa

2 months ago

You are right. I would be frustrated as well.

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Gabriele

2 months ago

I can understand why you are upset.

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Bernadine

2 months ago

I'm sorry to hear that.

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Rene

3 months ago

A, C, and F. Those are just dismissive and won't help the customer feel heard.

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Ressie

2 months ago

You are right. I would be frustrated as well.

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Basilia

2 months ago

I can understand why you are upset.

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Jacklyn

2 months ago

I'm sorry to hear that.

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Glenna

3 months ago

I believe options A, C, and F are not helpful. They can escalate the situation instead of resolving it.

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Leonora

3 months ago

I agree with Willis. Showing understanding and acknowledging the customer's feelings can help resolve conflicts.

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Willis

3 months ago

I think options D, E, and G show empathy towards the customer.

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Yasuko

3 months ago

D, E, and G. Those responses show empathy and try to resolve the conflict.

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Katina

2 months ago

You are right. I would be frustrated as well.

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Alethea

2 months ago

I can understand why you are upset.

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Yolando

3 months ago

I'm sorry to hear that.

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